Customer Service Scoreboard
For the past two months, we have experienced very spotty delivery of the print NY Times, for which we pay dearly. Up until a week ago, I was able to report Missed Deliveries at the Times website. Now, I get a message that there is a temporary "technical problem" that prevents on-line reporting. I suspect that this "technical problem" is me reaching the maximum number of Missed Delivery reports that the website will accept. So, I end up reporting missed deliveries via a frustrating and time-wasting chat, with someone who, in broken English, reports that "the team" is working on the technical problem.
I wonder if anyone else has had this experience.
NY Times Sunday Delivery. I've contacted the NY times at least 3 times and still now Sunday paper, after 8 weeks - yes, two months! It came every Sunday for about 3 or 4 months, then just stopped. I keep getting told, "we will reach out... " etc. to the vendor, but still nothing. I love the Sunday NY Times and, frankly, the digital is good for me on the daily news, but the Sunday Paper I like to leisurely go through and prefer paper. I am dissapointed with the delivery service. It's hard to find the paper in Texas at a retailer nearby and since there are so few copies, they are usually sold out.
I've gone more than two months without delivery of the Sunday NY Times. I've reported the missed delivery several times but nothing has changed despite assurances. I actually called their helpline today. That person seemed to be trying to tell me that I had done something wrong, or hadn't reported the absence consistently every week. Incredibly arrogant.
For the last several weeks, I have reported to the NYT the absence of home delivery of the papers I have called and been promised a credit. I have called the delivery person, but his mailbox is full so I cannot leave a message. Is there a solution to my problem - I really look forward to reading the paper every morning.
How do I request that our paper be double bagged on rainy days? I've complained about this before so this morning, the paper was double bagged but not properly. Just two bags facing the same way and tucked inward so the rain comes in! It needs to be bagged once and then bagged again inserted the opposite way...and then tied on top. I've requested another delivery when completely wet but it rarely comes. What else can I do???
For those experiencing delivery issues, find out who the actual distributor is in your area. In Pittsburgh it's https://pmdenterprises.org/. The NYT customer service folks will not give you this info. If PMD isn't your distributor Google to find out who is. A good trick is to search for newspaper delivery jobs in your area; a lot of these places post on job boards and once you have the name you can contact them to complain directly. This has been the most traction I've been able to get.
New York Times needs to rename their "customer service department " to "CUSTOMER NO SERVICE DEPARTMENT ". I haven't received my Sunday paper for 5 straight weeks. They keep telling me that my complaint has been referred to their "Escalation department" which accepts no phone calls. The complaint department, while very nice, is useless. A complete waste of time. They do however refund your missed issue by giving you a credit against the cost of future issues which are also never delivered. If their news is reliable as their delivery and their customer service department, then I suggest you look elsewhere.
I subscribe to the NYT online.
I have NEVER been able to forward any article to ANYONE.
I consistently get a message saying I have already sent X number of articles.
Two or three times I have phoned customer service and spoken to some friendly people who seem to try but have been unable to fix this problem.
It is absolutely ridiculous that it is a major project to cancel home delivery. I know of no other subscription products that insists on an online procedure that is a trial. My only solution is to cancel through my credit card which they have on file. They seem unable and unmilling to treat the customer with professional respect. It is impossible that they can fail to find my account when deliveries (now unwanted) pile up in my driveway. What a travesty for a newspaper that imagines it is a vital source of news.
I have had home delivery problems with both NY T and WSJ in Lewis Center since I began around 2011 or so. Same carrier delivers both. Many many many many missed deliveries. They used to deliver same day when I callex NYT and/or WSJ customer service. Past week missed botb Friday and the following Monday. NYT and WSJ have ZERO control over the local service which translates to "NYT and WSJ do not give a sh**.
As with so many other reviewers, I'm frustrated by the NYTimes's home delivery service and opaque, inept customer service. For 8 straight weeks, I haven't received my Sunday delivery even though the house across the street gets theirs. I've either used their online chat or phoned customer service each week. I've been put on hold for 45 minutes and then hung up on. I've had chat agents disconnect--not because I've been rude but because they want to be done with me and move on to someone else. I've been promised resolution, promised that the "main delivery team" would contact me, promised that a supervisor would contact me. No one ever has. I've asked for the name and contact information of a supervisor. No. I've asked for contact info for the local delivery agent. No. It's a fine newspaper, but I wonder what their reporters and editors would say about the business side of the operation.
The worst customer care I've ever encountered. I used the chat feature yesterday to report five consecutive days of non-delivery and spent an hour with a person who was clearly handling multiple complaints simultaneously, as there were several minutes between yes/no questions and his responses. Towards the end of the chat, he reported that he had contacted the carrier and all would be well. When I asked him who he spoke to, he exited the chat. And - surprise - no newspaper today.
I will echo what Nightmode wrote about the New York Times' atrocious home delivery service. I'm a long-term subscriber, my contract including internet subscription and delivery of the Sunday paper. How many hundreds of dollars a year do I pay for this?. I have not received a Sunday paper in 4 out of the last 5 weeks. I call the "agents" and get non-explanations and tepid apologies. Today, the first agent I called said the paper would be delivered by 11:00 am. and that she would text the delivery driver. It didn't arrive, and the second agent I spoke to at 1:00 pm said the first agent should not have specified a particular hour, that what was actually meant was a window between 11:00 and 3:00. She advised me to be patient. It did not arrive at 3:00; and when I called subscription services again at 3:30 I got an auto response saying the office closes at 3:00 on Sunday.
Is this a Kafka world or conscious, cynical contempt for a customer?
If the New York Times company cannot fulfill its side of a contract of a simple delivery service, why should the paper have credibility in anything?
I had home delivery for the past 7 weeks. The paper was only delivered twice. And one of those to my neighbors driveway. The Monday delivery option was chosen once and also not delivered. I cancelled and was charged for the coming week. When I called for refund I was told it was not possible to refund. After 25 minutes And two supervisors I got my refund minus tax and handling. This is a fantasy world.
I have been a home delivery subscriber of the NY times for over 20 years.Numerous delivery problems have occurred thru out the years but this last one is beyond belief. I suspended home delivery on Sept 5th and resume Oct.17th..I was on vacation thousands of miles away and the paper was delivered every single day. I called CS ,i spoke to "supervisors'--I spent hours -on my vaca- to try to correct problem..EVERYONE IS "SORRY" AND YES, THIS W//B "ESCALATED"..Upon my return to my home, i had over 40 papers delivered thus, making my house vulnerable to break ins..This is a security issue for sure.. However, the paper has NOT been delivered since I returned home!! Worse customer service EVER!!
We are subscribers to home delivery and are entitled to free access to the NYT on line. I got a notice last week that free articles were running out. So I called. Someone was nice enough to tell me what to do and that now I would be fine after following her direction. Today I got a notice that I had zero articles left. So no more access. What gives with these folks at the Times?
DURING THE FIRST 10 DAYS OF THE SANDY HURRICANE STORM, MY N.Y. TIMES WAS DELIVERED EVERY DAY WITH THE EXCEPTION OF ONE. MY N.Y. TIMES CARRIER WAS EARLY EVERY DAY WHEN I HAD NO ELECTRICITY, NO TV, INTERNET, COMPUTER OR RADIO. THE TIMES WAS MY ONLY SOUCE OF INFORMATION AND I APPRECIATE THE NEWS COVERAGE AND THE SERVICE.
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